Technical Coordinator - Remote

Velocity; United States; Remote; USD 60,000 - 85,000; Full time

Benefits offered by this job

PTO & Holidays

401K with Employer Match

Life Insurance

Short/Long-Term Disability

Supplemental Benefits

Job summary

Velocity is seeking an experienced Technical Coordinator to support remote deployments and coordinate TTU/Cut Over tasks before tests and circuit turn-up.

The role requires collaboration with Technical Analysts, Customer Success Managers, and vendors to deploy solutions, prioritize incidents, and maintain security and documentation. A proactive, independent, team-friendly candidate will thrive in Velocity's fast-paced environment.

Qualifications

• Associate degree or applicable work experience in IT/engineering/communications.
• IP network troubleshooting experience and LAN/WAN exposure.
• Understanding of NAT, copper/fiber, ISDN, T1 and wireless.
• Experience with cloud-based communications like Office 365 and Teams.
• Technical writing experience and telephony knowledge (PSTN, SIP, PRI).
• US work authorization; no sponsorship provided.

Responsibilities

• Collaborate with Technical Analysts for TTU/Cut Over dispatches.
• Coordinate deployment with Customer Success Managers and vendors.
• Identify incidents, prioritize based on business impact, and drive resolution.
• Provide technical leadership and maintain accountability until issues are resolved.
• Develop and update knowledge base articles and runbooks.
• Ensure infrastructure standards and security compliance.

Skills

OSI model

Voice infrastructure

Documentation

Problem solving

Interpersonal skills

Education

Associate degree

Tools

Office 365

Microsoft Teams

Job description

Position:Technical Coordinator - Remote

Location: Remote

Job Id:2396

# of Openings:1

General Summary

Velocity is seeking to hire an experienced Technical Coordinator. This position reports to the Manager, Service Delivery - Circuits and Voice Services and is responsible for interacting with customers and collecting information that will be used by the Technical Analysts when installing and troubleshooting technical issues for our customers. This position is responsible for coordinating all aspects prior to the Test and Turn Up of newly installed circuits and the cutover of existing equipment on the network for solutions we deploy to customers. Ideal candidate must be able to work M-F from 9am-5:30pm EST.

Primary Duties and Responsibilities

Acquisition and Deployment

• Collaborate with Technical Analysts for TTU/Cut Over dispatches.
• Work with Customer Success Managers and vendors to help with the deployment of the customers' solutions.

Operational Management

• Recognize, identify, and prioritize incidents in accordance with customer business requirements, organizational policies, and operational impact.
• Provide technical leadership and maintain accountability until issues are resolved to the business' satisfaction.
• Work with internal and external technical and service teams to create and/or update knowledge base articles and runbooks to provide improved operational support.
• Ensure compliance with infrastructure standards and security.
• Gathering information for Technical Analyst 2 to aid in designing complex solutions per customer's requirements.
• Effective communication with project stakeholders

Knowledge, Skills, and Abilities

• Ability to troubleshoot using the OSI model.
• Working technical knowledge of voice infrastructure, systems, software, and voice hardware.
• Ability to think through problems and visualize solutions.
• Knowledge of application, transport, and voice infrastructure
• Ability to create accurate diagrams and documentation.
• Ability to design solutions in accordance with customer expectations.
• Provides specific detailed information for hardware and software selection.
• Ability to quickly learn about new or unfamiliar technology and products using documentation and internet resources.
• Strong interpersonal skills, oral communication skills, and proven analytical and problem-solving abilities.
• Strong understanding of the organization's goals and objectives.
• Able to prioritize and execute tasks in a high-pressure environment.
• Ability to work with and communicate effectively with all levels of staff within Velocity, customer, and vendors.
• A self-starter able to work independently but comfortable working in a team-oriented, collaborative environment.
• Dependable and flexible when necessary.

Education and Qualifications

• Associate, degree in information technology, Computer Science, Engineering, Communications, or applicable work experience.
• IP Network troubleshooting experience
• LAN and WAN experience.
• Knowledge of protocol and packet analysis
• Understanding of NAT
• Understanding of copper/fiber, ISDN, T1, wireless
• Background in cloud-based communication solutions like Office 365 and Microsoft Teams
• Technical writing experience
• Understanding of Ethernet cable and phone line termination
• General Telephony understanding (PSTN, POTS, PRI, TDMs, SIP)
• Candidates must be legally authorized to work in the United States without current or future employer sponsorship. Velocity does not sponsor employment-based visas or provide sponsorship for this position

Preferred Experience and Certification

• At least 2 years of experience troubleshooting enterprise network systems.
• Understanding of Voice/VoIP service
• Understanding of subnetting within WAN & LAN environments
• General understanding of VOIP
• Product and/or Service Development experience suggested.
• Demonstrate the ability to work in a team atmosphere.
• Provide subject matter expertise as required.
• Provide feedback on continuous improvement.
• Ability to work independently with little supervision.
• Demonstrates ability to work in a fast-paced working environment.
• Demonstrate knowledge and skill in using discretional judgment and organizational ability as well as being adaptable and versatile to perform different duties.
• Demonstrate the ability to work cooperatively with other departments and cross functional teams to present a proper image of the organization to the public, visitors, and all employees.
• Demonstrate knowledge of strong verbal and written communication skills
• Demonstrate the ability to maintain confidentiality with Company information.
• Professional personal presentation
• Demonstrate organizational, planning, and attention to detail skills.

Why you'll love working at Velocity

We are an energetic bunch - eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.

As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We're excited about what we do, why we do it, and who we do it for.

Diversity and Inclusion

Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.

Our Values – Collaborative and Strong at the Core

• Customer-obsessed
• One team
• Do the right thing
• Let's go!
• PTO & Paid Holidays
• Paid Sick Time
• 401K - with Employer Match
• Company provided Life Insurance, Short/Long-Term Disability
• Supplemental Benefits Available

About Velocity MSC

Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That's why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S- Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/ .

Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.